The ISO / IEC 20000 ® is the first worldwide standard specifically developed for IT Service Management. It Describes an integrated set of management processes for the delivery of services to business and its customers.

The ISO / IEC 20000 ® is aligned and complementary to the processes defined within the IT Infrastructure Library (ITIL ®) of the Office of Government Commerce (OGC ®).

The ISO 20000 ® consists of two parts:

• L '® ISO 20000-1 is the formal specification that defines the requirements for an organization to provide management services of acceptable quality to its customers.
• L '® ISO 20000-2 is the Code of Practice and describes the best practices for Service Management processes. The Code of Practice is particularly useful to organizations wishing to prepare to be assessed against the ISO ® 20000-1 or planning service improvements.

In general, the standard Part 1 contains a list of mandatory controls; the provider of services "should" meet in order to be certified. Part 2 contains a list of guidelines and suggestions that "should" be.